Remote Global CX Workforce Planner

Harvey; Pennsylvania; Remote; USD 121,000 - 181,000; Full time

Job summary

Harvey is seeking a Global CX Workforce Manager to own and scale our workforce-planning function for a 24/7, multi-region support operation. You will translate growth into forecasting, staffing plans, and schedules while protecting service quality.

This hands-on role requires building models, metrics, and governance to align regional managers with a single global planning framework. Remote-ready with strong analytics and leadership skills.

Qualifications

• 7+ years of experience in workforce management, capacity planning, support operations, or related discipline.
• Experience building or redesigning a workforce-planning function.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
• Strong analytical skills and hands-on fluency with spreadsheets, reporting tools, and workforce data.
• Experience with SQL, BI tools, Zendesk, or workforce-management platforms.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.
• Build and own the model that translates company trajectory into a defensible view of CX capacity.
• Lead weekly, monthly, and quarterly capacity reviews with clear explanations and actions.
• Establish global scheduling standards covering shift allocation, PTO, holidays, weekends, and coverage.
• Create scenario plans for hiring, cross-training, or redeploying capacity to balance customer impact and cost.
• Measure the capacity impact of automation and AI investments and identify changes to increase throughput without sacrificing quality.
• Support launch and ramp of new locations and staffing models with cohort planning and performance reviews.
• Define workforce metrics and establish reliable reporting with Data, Finance, People and other teams.
• Evaluate and implement workforce-management tooling as complexity grows.

Skills

Workforce management

Capacity planning

Data analysis

Cross-functional leadership

Executive communication

Tools

SQL

BI tools

Zendesk

Workforce-management platforms

Job description

Harvey is seeking a Global CX Workforce Manager to own and scale our workforce-planning function for a 24/7, multi-region support operation. You will translate growth into forecasting, staffing plans, and schedules while protecting service quality.

This hands-on role requires building models, metrics, and governance to align regional managers with a single global planning framework. Remote-ready with strong analytics and leadership skills.